Resolve a complaint in the customer's favor and they will do business with you again 70% of the time. - Lee Resources
If you follow procedures mindlessly, you will miss opportunities to grow love and loyalty for your company. Before you refuse the request of a customer for the hundredth time, please ask yourself the question, “is this how I would want to be treated?” Often, those who do not understand the power of exceptional service are stingy in the name of protecting company profits. This is shortsighted and does not take into account future purchases made by repeat customers.
Resolving a conflict in favor of a customer has a cost, but it is far outweighed by the repeat business that overwhelmingly comes from such generosity. Acts of kindness tend to bring about more kindness and has been wired into human beings as a survival behavior since our earliest communities. It is petty to risk losing a customer due to profitability of a single transaction and miserly organizations will find themselves struggling to survive in a competitive market.
Be generous, it pays.